English (UK) 
Cymraeg - We as a team are always committed to providing the best possible service.
- You will be treated in a courteous and friendly manner by all our staff.
- Your records will be treated as confidential at all times.
- We endeavour to use evidence-based medicine to ensure Chronic Disease Management is undertaken in line with National Guidelines.
- We promote a healthy lifestyle and will offer free health promotion services.
- All parents are offered immunisation services for their children.
- We implement and run Screening Programmes as recommended by the National Guidelines.
- We make every effort to see you promptly and deal with any problems and concerns at once.
- We will arrange a home visit if we consider that you are too ill to attend the Surgery.
- We will inform you how to get the results of tests and X-Rays.
- A practice doctor is on-call every Monday-Friday (except Bank Holidays) between 8.00 a.m. and 6.30 p.m. for emergencies.
- To treat Doctors and staff with courtesy and respect.
- To give the practice adequate notice if you wish to cancel an appointment.
- To request home visits before 10am if possible, and only if they are medically necessary and you are too ill to attend the surgery.
- To give 2 working days’ notice for a request for repeat prescriptions
- To inform the practice if you change your address and/or telephone/mobile number.
- To be patient if you are not seen on time – most delays are due to emergencies.
- Please ask if you are unclear of your treatment.
- The Practice has a zero tolerance to violent, sexual and abusive behaviour. Any patient who is verbally, sexually or physically abusive to another patient or any member of staff will be immediately reported to the practice manager, police and Hywel Dda University Local Health Board and will be removed from the Practice list.
Patient Information
Your information, your rights
Medical confidentiality is the cornerstone of trust between doctor and patient and we keep your records secure and confidential.
The practice complies with GDPR, Data Protection and Access to Medical Records legislation. Everyone working for the NHS has a duty of confidentiality.
Identifiable information about you will only be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social services department. This requires your consent.
- When we have a duty to others e.g. in child protection cases.
Anonymised patient information will also be used at local and national level to help the Local Health Board and Government plan services e.g. for diabetic care. If you do not wish anonymous information about you to be used in such a way, please let us know.
Individual Health Record – Welsh GP Record
A summary of your patient record is now accessible by the Out of Hours doctors, who provide care when the practice is closed and there are plans to extend this to your local accident and emergency dept.
The summary will include your name, address and contact details.
Current medication and medication you have been prescribed in the last two years.
Allergies or any adverse reactions.
Current problems or diagnosis.
Results of any recent tests you have had in the previous year, e.g blood tests or x-rays.
The summary does not include any private discussions you may have had with your doctor.
Strict controls are in place to keep your information safe.
Only the people caring for you will be able to look at your record and they must ask your permission first.
If you do not wish your medical records to be shared then you must inform the practice that you want to opt out, but we request you look at the Welsh GP record patient website or talk to your practice about your concerns before making this decision. Click here for more information on how Meddygfa Tywi uses your medical records.
We aim to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable – your GP or Practice Manager, who will be happy to help you. In the majority of cases concerns can be resolved quickly and easily.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause to raise a concern. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a concern please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding our concerns procedure from reception.
Contact Details:
Public Services Ombudsman for Wales
Phone: 0300 790 0203
Email: ask@ombudsman.wales
Website: www.ombudsman.wales
Address: Public Services Ombudsman for Wales, 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
Hywel Dda Community Health Council
Phone: 01646 697 610 (Option 3)
Email: Complaints@Advocacy2@waleschc.org.uk
Website: http://www.wales.nhs.uk/sitesplus/904/home
Address: Hywel Dda Community Health Council, Suite 5, 1st Floor, Ty Myrddin, Old Station Road, Carmarthen. SA31 1BT
Patient Services Support
Phone: 0300 0200 159
Email: hdhb.patientsupportservices@wales.nhs.uk
Website: www.hduhb.nhs.wales
Address: Freepost Feedback @ Hywel Dda, Withybush General Hospital, Fishguard Road, Haverfordwest, SA61 2PZ.